The following factors have already been identified with primary data collection using qualitative methods: Security; Quality of Service; Trust; Value in terms of Product Features/Benefits/Rewards; Location; Diversity of Product Mix; Brand Equity; Commitment; Shared Values (e.g. Co-Operative Bank's ethical policy created in 1992).
The following factors have been selected to be tested.
Customer Service - H0: There is a relationship between the perception of service quality by customers and their intention to remain loyal to the same UK bank.
Value of the Banking Package - H0: There is a relationship between the perceived value of the total package of benefits that a customer of a UK bank receives and that customer's intention to remain loyal to that bank.
Commitment - H0: There is a relationship between a customer's commitment to their UK bank and and that customer's intention to remain loyal to that bank.
Trust and Loyalty - H0: Trust has a positive effect on loyalty of customers within their own UK bank.